Email to pay us a compliment or complain:

Compliments

Complaints

The Pension Fund’s complaints procedure has two simple stages:

Stage 1

The first stage of the complaints procedure is to email us.

Stage 2

If you are unhappy with our response to stage 1, you can ask the County Council to arrange a review for the Chief Executive. The Chief Executive will send a final response on behalf of the County Council.

At each stage, we aim to acknowledge your complaint within three working days and to respond in 10 working days, with a maximum of 20 working days.

Internal disputes

From the day you start work to the day when benefits are paid, decisions are made about your pension membership and benefits.

Some decisions are the responsibility of your employer, for example, the contribution rate you pay and your entitlement to benefits. The County Council, as the administering authority, processes this information and calculates and pays your benefits under Local Government Pension Scheme (LGPS) regulations.

If you are not satisfied with a decision that affects your membership of the scheme, you have the right to ask for it to be looked at again. This is done by a formal complaints procedure known as the Internal Dispute Resolution Procedure (IDRP).

Please see the documents below if you have a problem you wish to raise about your benefits.

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